At SSE, Treating Customers Fairly is at the heart of how we run our business, from the decisions we make at the top of our organisation to the way we train our people to take good care of our valued customers. Our Treating Customers Fairly Statement sets out how we’re looking after our customers and working to make sure everyone is treated fairly. We recognise customers have a choice in suppliers, which is why we work hard to continually improve the experience you have with us.

Our Standards of Conduct

Every decision and action we take is based on our promise to treat you fairly. To make sure we do this, we will meet the following Standards:

  1. We will behave and carry out any actions in a fair, honest, transparent, appropriate and professional way.

  2. The information we give to you (whether verbally or in writing) will be:

    • complete, accurate and truthful;
    • in clear and plain language;
    • related to products or services that are appropriate for you;
    • fairly presented, with the most important information highlighted to you; and
    • sufficient to allow you to make informed choices about your energy supply.
  3. We will continually review the way we do things to ensure our work is complete, thorough, fit for purpose and transparent.

  4. We will always act promptly and courteously to help you. If something goes wrong or a mistake is made, we will work with you to fix this without fuss.

  5. We will make it easy for you to contact us.

  6. If you are in a vulnerable situation, we will provide extra help, support and flexible customer service arrangements to suit your needs.

Contact us

If you would like a printed copy of our Treating Customers Fairly Statement or our Customer Charter, please get in touch.

You can also talk to us through our online form on our website, or contacting us via Twitter (@YourSSE) or on Facebook.

Alternatively, write to us at: SSE, Inveralmond House, 200 Dunkeld Road, Perth, PH1 3AQ.